How can I regain access to my account without the authenticator app or recovery codes?

Shopify Discussion

Topic summary

A store owner is completely locked out of their Shopify account after accidentally enabling app-based two-factor authentication without setting up the authenticator app or saving recovery codes. The issue occurred during a phone number change for 2FA—they disabled the original authentication method at 1:32pm and re-enabled it at 1:34pm, but mistakenly selected app authentication instead.

Suggested recovery steps:

  • First verify the correct email address associated with the store using Shopify’s store recovery tool (https://accounts.shopify.com/recovery/stores)
  • Search all devices for the file “shopify_recovery_codes.txt” which may have been automatically downloaded
  • Contact Shopify Support directly through their login issue form (https://help.shopify.com/en/contact/login-issue) using incognito/private browsing mode
  • When contacting support, indicate if recovery codes cannot be located after thorough searching

Status: The issue remains unresolved and requires direct intervention from Shopify Support staff, as the user has no alternative authentication method available.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

We cannot access our store AT ALL right now.

Our store just yesterday, we were changing over phone numbers to be used as 2-step authentication, we turned off our original 2-step authentication which was through our cell phone at 1:32pm. Then at 1:34pm we reenabled 2-step authentication, but we accidentally turned on the app authentication. We were not clearly prompted any app to download, and we also did not get to download the recovery codes from the email that was sent.

Now since we never set-up the app after turning on app authentication, and also did not download the recovery codes. We have no way to access our account now. We need a Shopify Support staff to help us with this now please.

2

You need to follow these Steps:

Final Step: go to this link https://help.shopify.com/en/contact/login-issue using a new incognito mode or private mode

  1. You need to know which email the Store is associated with. You can find that out by using this link here https://accounts.shopify.com/recovery/stores

Once you enter the email, it will send the Stores associated with the email. If you Start from the final Step with the incorrect email, you will waste your time waiting for their response.

The recovery codes will be inside this file shopify_recovery_codes.txt, this will be typically downloaded on your phone. You can search for shopify_recovery_codes do not include the .txt

If you cant find the recovery codes in your devices/phones. You can also inform them that you are unable to find the recovery code. Make sure you search for it. As this will be faster than contact them. Contact them via the link https://help.shopify.com/en/contact/login-issue using a new incognito mode or private mode